Oracle RightNow review by Inspector Jones

Oracle bought out RightNow Technologies, Inc. in October 2011 to bolster their cloud computing end of the business. Oracle RightNow is a suite of CRM solutions that will help any size business stay on top of managing their customers’ experience.

Oracle RightNow Web Experience provides a rich online customer experience solution so consumers can research, purchase or even resolve issues from any device.

RightNow Social Experience enables brands to manage social interactions as a fully integrated part of the customer experience. The application is designed to extend the customer experience to the places where consumers are learning, sharing and buying across the social web.

Contact Center Experience delivers end-to-end management of the customer journey through unified records, interfaces and knowledge.

RightNow Engage enhances the customer experience by using closed-loop marketing and integrated analytics to deliver proactive, highly personalized communications while providing brands with real-time actionable insights to build loyalty and drive revenue.

Oracle RightNow Service Experience Platform is a purpose built Cloud-based platform to deliver great customer experiences across all channels of interaction.

Some of RightNow’s key features include:

• Delivers a seamless customer experience regardless of where or how customers interact with you
• Match consumer intent to highly relevant content and interactions to increase conversion rates
• Provides more information and self-service tools to customers who want it.
• Enables customers to seamlessly transition from web self-service tools to assisted e-mail, chat, co-browse and phone agents.
• Makes it easier for customers to find the answers they need across the communication channels of their choice.

Ease of use

• RightNow’s cross-channel contact center service and web customer service includes case management, guided resolution, email support, live chat and virtual assistants
• With the Social Experience you can monitor mentions and interactions across Twitter, YouTube, RSS-enabled sites, Facebook fan pages and your own website.
• You have the ability to enable self-service by building a knowledge-base that is comprised of content and resources from both agents and customers. This includes content authoring and semantic search.
• You have the ability to deliver automated and targeted campaigns across multiple channels. Build personalized and large volume campaigns, get full visibility into campaign performance and customer engagement.
• You can listen, track and react to feedback from web, social and contact center channels, gather feedback from across departments into one solution and route survey results automatically the right individuals and departments and identify and prioritize unhappy customers.
• RightNow can be used to build custom reports and dashboard, or utilize the pre-built reports and library of charts and customizable charting options. You can also create role-based reports with the drag-and-drop graphical report design tool and get insight into individual customer behavior across all channels.

Customer Service

For everything that Oracle RightNow offers in regards to customer relationship management it lacks in customer support. Since Oracle is a major software company, I expected much better customer service than I received.

Their Customer Service was comprised of slow wait times, less than stellar help and just an all around negative experience. RightNow has a lot going for it, they just need to straighten out their Customer Service and they will have a complete winner all the way around.

Add-Ons and Integration

Oracle RightNow integrates with several apps to improve the performance and customization of the system. Here are a few of the featured apps that you are able to integrate:

Folio3 CloudSync is an offline mobile solution for Oracle Sales Cloud that improves the productivity of field sales reps whose smartphones are with or without network connectivity.

MessageMedia SMS provides a differentiator to target and recruit potential prospects faster and more direct than ever before.

Twilio for Eloqua allows you to send SMS, MMS and make outbound voice recorded calls right from your campaign canvas.

MobileIron Mobile@Work helps organizations secure and manage mobile apps, content and devices to help protect your sensitive data in Oracle Cloud.

CRM++ Report Scheduler provides a comprehensive solution to configure and schedule periodic reports to CRM and non-CRM users.

DPI Assessment is designed to measure the compatibility of individuals with the work style requirements of jobs, and can be effectively used for every position, both exempt and nonexempt hiring.

FirstRain Customer Insights provides subscribers on-the-go access to real-time, relevant insights into the customers, competitors and markets they care about most.

Meeting Mapper for Oracle lets you update Oracle Sales Cloud from your iPad, feed Oracle Sales Cloud with actionable intelligence.

Customer Acquisition for Oracle Sales Cloud helps build a unified view of your customers across all devices by collecting accurate customer profile data to power personalized marketing and sales.

Introhive by analyzing the connections in a company, this app creates an enterprise-wide view of relationships with customers and prospects.

Problems and Complaints

One problem with Oracle RightNow is that some tasks need to completed in a certain order, and that order isn’t always obvious. In some cases, you can begin creating items and not realize that there are other steps that are required. Documentation can help with this, however, in some cases this can be overwhelming, especially in regards to reporting.

In Conclusion

RightNow includes several items in their service that comparable products charge extra for. It’s a great service considering all that is included. Setup is simple to get up and running quickly, knowing that you can add to it later. RightNow can exceed other cloud-based offerings.